Summary
Overview
Work History
Education
Skills
Timeline
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Patricia Johnson

Killeen,TX

Summary

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Overview

25
25
years of professional experience

Work History

Customer Experience specialist

Percepta
10.2021 - Current
  • Customer Experience specialist
  • Customer concern Advocate
  • Percepta, Case management for an automobile company assist customers with vehicle concerns, advocate to ensure customer has a positive experience, assisting with repairs, rental coverage, parts coverage, take high volume of incoming calls, assisting customers with inquiries involving warranty and product knowledge of vehicle specifications, outbound calls resolving customer concerns between the dealerships. Problem solving for a positive resolution.

Food Service Manager

Bell County Juvenile Detention Center
08.2008 - 04.2021
  • Created and adjusted department schedules and individual shift assignments. Purchased food and supplies according to department needs. Developed and implemented strategies to enhance team performance, improve processes and boost results. Performed continuous evaluations of employee performance and service levels. Guided trainees to boost safety and inventory waste management to meet pre-established. Business thresholds for operation. Collaborated with server trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty. Established and managed effective controls for labor and Inventory costs. Completed reports outlining meal numbers, service efficiency and various contributing costs. Priced and ordered food products, kitchen equipment and food service supplies. Prepared and led food service training programs to teach staff various tasks. Supervised staff preparing and serving 4 meals per day. Reduced food waste by overseeing and planning ingredients, expected customers and popularity of item.

Licensed Barber, Self-employed

01.2006 - 08.2008
  • Sanitized workstations and salon equipment to reduce risk of infection. Clipped and sheared hair into diverse cuts and fades for customers daily. Sanitized equipment and parts and kept work areas in neat fashion. Pre-booked future appointments to increase repeat business. Pursued continuing education and training to stay up to date with contemporary trends and techniques. Managed all incoming phone calls and scheduled appointments. Styled and designed traditional and contemporary hairstyles for men and women daily. Utilized diverse knowledge to style hair as asked. Set up workstation and treatment room with products, equipment, and supplies to ease services.

Customer Service Representative

Convergys
06.2000 - 01.2006
  • De-escalated problematic customer concerns, keeping calm, friendly demeanor. Documented conversations with customers to track requests, solve problems, supply solutions. Aided customers in making payments on accounts and setting up payment plans. Upheld strict quality control policies and procedures during customer interactions. Supplied outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Assessed customer account information to decide current issues and potential solutions. Asked probing questions to decide service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments and supplied payment choice setup assistance. Consulted with customers to decide best methods to resolve service and billing issues.

Education

High School Diploma -

Manual Arts Senior High School
Los Angeles, CA
06.1985

Master of Arts - Barber Stylist

OG'S Barber College
Killeen, TX
08-2008

Skills

  • Team leadership
  • Case coordination
  • Quality assurance standards
  • Meeting schedule management
  • Workforce training
  • Strategic procurement management

Timeline

Customer Experience specialist

Percepta
10.2021 - Current

Food Service Manager

Bell County Juvenile Detention Center
08.2008 - 04.2021

Licensed Barber, Self-employed

01.2006 - 08.2008

Customer Service Representative

Convergys
06.2000 - 01.2006

High School Diploma -

Manual Arts Senior High School

Master of Arts - Barber Stylist

OG'S Barber College

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Patricia Johnson